Call auditing and evaluation: monitor, evaluate, and audit a selection of inbound and outbound calls, as well as other contact methods like chat and email;
Reporting and collaboration: report evaluation results to key stakeholders, including quality leadership, operations, clients, account management, and resource unit partners.
actively participate in calibration sessions and call listening sessions with quality leadership, operations, program management, and clients to ensure scoring consistency and share best practices.
Internal quality audits and program knowledge: contribute to internal quality audits, providing valuable insights for ongoing improvement.
maintain a strong program knowledge base, ensuring a solid understanding of client products, services, and program strategies.
Collaborative engagement: participate in quality task forces alongside business stakeholders, contributing to the enhancement of quality processes.
Productivity and continuous learning: meet departmental productivity requirements, ensuring efficient workflow.
engage in regular phone time to stay current on programs.
Documentation and support: contribute to maintaining forms and legends documents, ensuring clarity and consistency.